Sole Global Administrator Locked Out – Lost Microsoft Authenticator Access After New Phone

Hi Jon,

I’m truly sorry to hear that you’re currently unable to sign in to your admin account.

Since you're a sole administrator, the only way to regain access is to contact Microsoft support. In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. 

Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(When you call the support number, you may hear an introduction of about 30 seconds, such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

• What kind of problem are you experiencing?        
• Answer: Authenticator        
• What products do you use?        
• Answer: Office 365 for business        
• Is this for an education or company account?        
• Answer: For companies        
• Are you an administrator?        
• Answer: Yes        
• Are there any other administrators in your organization?        
• Answer: No. I am the only admin in my tenant         
• Do you need a... Service request?         
• Answer: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.     

I know being locked out of the only admin account can be stressful, but contacting the Data Protection team is the correct path forward in this scenario.

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here. 

Hope you're able to get this resolved soon.